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Level 1: Cadet

Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis genuine?

Have just received a text message supposed from Telstra. "URGENT Reconnect to your primary home broadband service immediately to avoid having your backup mobile connection restricted. Need Help? Contact us on 133 933" Is this genuine and what should I do? Any help please.

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Level 24: Supreme Being
Level 24: Supreme Being

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

If the online light is purple then it is genuine. Even if online light is green the 133933 is the Telstra ADSL service number so you should ring the number to either get your link fixed or to find out why you have received the tech. If you do nothing your backup will be disconnected and even if not on backup now it want be available when you need the backup.

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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Having just got off 24/7 chat I was told by the agent after being escalated to the specialist team at Telstra that the text “URGENT: Reconnect to your primary home broadband service immediately to avoid having your backup mobile connection restricted. Need Help? Contact us on 133 933.” is Spam an the reason my modem in 4g mode has slowed from 6mbps to 0.10mbps is because my modem is broken.
I have unfortunately been stuck on 4g as the NBN managed to break the connection between my house and the node and then didn’t turn up to fix it.

Just recapping according to the specialist team at 24/7 chat the following text is spam.
“URGENT: Reconnect to your primary home broadband service immediately to avoid having your backup mobile connection restricted. Need Help? Contact us on 133 933.”

..... and if your modem gets slowed down, just call them to get a new one.
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Telstra (Retired)
Telstra (Retired)

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Hey FTWD,

My apologies for the trouble with this - that definitely doesn't sound correct, these messages are generally sent if your modem has been on the 4G backup for a period of time whilst your fixed connection should be available. (Obviously, in your case this is incorrect if the service has an outage). 

I'd suggest getting in touch with our technical support team via chat here:  https://tel.st/t65yg who are in the best position to help in getting this addressed ASAP. 

Let me know how you go, 
Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

After two hours online, going around and around in circles, I was told that I have to wait for my billing cycle to come around then it will automatically be reset. I was told that they can’t reverse the throttle down as the 4g on my modem has a fixed amount of data and when it’s reached, that’s when the throttling happens. They also told me that there was no way of resetting the modems data.

Basically, I’m up **bleep**z creek.

Nathan
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

From previous advise there is a specific web form that they can submit to have the service unshaped. Maybe try calling faults on 133 933 and just ask them to lodge the web form to have it restored for you and see if you have more luck with them.
Helpful Links

Internet not working or outage in your area? - Check the Outage page for details and troubleshooting.
Help with an account issue? - LiveChat 24x7 support
View Usage, Bills and more - Check it out on MyAccount

Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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Telstra (Retired)
Telstra (Retired)

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Hi FTWD, DrQ is correct, a web-form is required to have the 4G backup service speed "unshaped", 133 933 is the right area to speak to, let us know how you go.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Well it goes on. Billing date came and went and the advice I was given by the technicians at Telstra 24/7 was once again incorrect as my speed is still shaped. I wish that if they are unsure about an answer that they wouldn’t make it up 😡

I contacted them again on Monday night after sitting at home all afternoon waiting for a technician to arrive who never showed only to be told that there was a technical fault making my booking for a technician and I should have been contacted 😡

I then asked them to fill in the web-form to have the backup 4g on my modem unshaped and was told that it would take between 3 to 5 working days. I told them that isn’t good enough as I had been told it was impossible to “unshape” and that I wanted it fixed tonight. As I was starting to get extremely annoyed having spent my only afternoon off from work waiting for a ghost, I asked to speak with a supervisor as my complaining was not the fault of the technician (who was very patient and polite) or was it fair that I rant at him.

The supervisor confirmed that all the information I have received here is correct and that the information given by tech support at Telstra was wrong! He was very helpful and apologetic, but suggested that I wait for the new modem (which has quite literally arrived while I am typing this) asafter his own tests, our modem is not logging on to their server.

Time to go and see if the new modem can “magically” fix everything, otherwise I am probably going to be stuck with 0.10mbps until after Christmas. 🤞🏻

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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

New modem has arrived and is all setup. As predicted, it’s not full of pixie dust and unicorn farts so it didn’t fix anything. At least the backup 4g is about 6mbps as this modem hasn’t had to be “shaped”.
Off to get my haircut soon, who knows, maybe a leprechaun egg will hatch while I’m out and it will connect to the NBN. 🤯

Hopefully the Telstra technicians will finally listen to me and send a technician out to fix the line instead of relying on a new magical modem.

Very disappointed.
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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Ok, Telstra techs finally arrived today and had it fixed within minutes. The two connections at our property had been reversed accidentally by the last techs that came out weeks ago.

I just wished that 24/7 chat would listen to their customers more as this could have been fixed a couple of weeks ago.

Finally enjoying my NBN 😁
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Level 3: Gumshoe

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

p.s: Sorry to have hijacked this thread 🤓
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Level 1: Cadet

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

I have had the same message several times. The stupid NBN drops out after power outages and won't restart. Then I get the messages. The system is crap, not what I am paying for.
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Telstra (Retired)
Telstra (Retired)

Re: Supposed text message from Telstra "URGENT Reconnect to your primary home broadband Is tis

Hey FTWD, 

Thanks for the update - I'm glad to hear that your connection is up and running. 

The text messages would be sent when your modem has been on the 4G backup connection whilst it doesn't look like there's any issues with your main connection, from what you've mentioned it sounds like a modem restart may be all that's required in these scenarios, however, if it is happening very often and causing issues let me know - happy to help where we can. 

Jesse

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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